Customer Experience & Administrative ProfessionalCustomer Experience & Administrative Professional

Key Achievements:

**Key Achievements** * Delivered personalized customer support to Private and Personal Banking clients through voice channels, consistently providing professional, customer-focused service. * Successfully managed the blocking and replacement of lost, stolen, and damaged debit and credit cards, ensuring customer security and continuity of banking services. * Monitored customer transactions and investigated account queries using the Visa Risk Manager (VRM) platform to support fraud prevention and timely issue resolution. * Responded efficiently to customer inquiries received through multiple communication channels, including phone calls, email, social media, and the VRM platform, while maintaining high service standards. * Escalated complex and unresolved customer issues in accordance with established Service Level Agreements (SLAs), ensuring timely resolution and regulatory compliance. * Processed and approved over-the-counter credit card cash withdrawal requests while adhering to internal policies and risk management procedures. * Successfully onboarded customers onto mobile and internet banking platforms, providing technical support and guidance to enhance digital banking adoption. * Generated and certified customer account statements and credit card statements accurately upon request. * Allocated and adjusted internet banking transaction limits in accordance with customer requests and bank policies. * Prepared and certified SWIFT payment advices and fixed deposit payment advices with a high level of accuracy and attention to detail. * Validated Safaricom transactions and interbank transactions to ensure accuracy, compliance, and seamless processing. * Verified account statements and loan statements for embassies and other financial institutions, maintaining strict confidentiality and accuracy throughout the verification process.

Key Achievements:

**Key Achievements** * Delivered professional and efficient support by responding promptly to customer inquiries and resolving complaints while maintaining a high standard of customer service. * Successfully onboarded customers onto mobile and internet banking platforms, providing technical troubleshooting and guidance to enhance their digital banking experience. * Escalated customer issues to the appropriate departments, ensuring timely resolution and adherence to service standards. * Restricted compromised customer accounts and online banking services to safeguard customer funds and help prevent fraudulent activities. * Educated customers on banking products, services, and self-service digital platforms, promoting customer awareness and increased utilization of available banking solutions. * Processed a wide range of customer transactions, including deposits, withdrawals, funds transfers, and loan payments, while ensuring accuracy and compliance with banking procedures. * Generated and certified customer account statements accurately and efficiently upon request. * Assisted customers in interpreting account statements and resolving account-related concerns, delivering clear guidance and effective problem resolution. * Resynced customer account balances to maintain accurate customer records and ensure data integrity across banking systems.

Key Achievements:

**Key Achievements** * Successfully handled customer inquiries regarding GOtv and DStv products and services, providing accurate information and delivering exceptional customer support. * Processed customer orders and service requests efficiently while ensuring accuracy and timely service delivery. * Provided technical support and troubleshooting assistance, resolving customer issues promptly and enhancing the overall customer experience. * Collected and analyzed customer feedback to identify service improvement opportunities and contribute to enhanced service delivery. * Effectively communicated product updates, promotions, and service information to customers, ensuring they remained informed about available products and services. * Resolved customer complaints as the first point of contact by providing timely, professional, and customer-focused solutions, consistently ensuring high levels of customer satisfaction.